Benjamin Duffy Email & Phone Number

Houston, Texas, United States

• Copy-edit news and features for a high-traffic website reporting on mixed martial arts and other combat sports, with a focus on maximizing audience engagement while adhering to style and factual accuracy
• Personally write a wide variety of articles including op-eds, interview-based features, captions for infographics, and news
• As a primary graphic designer for the site, create franchise logos, infographics, video overlays, and other visual assets as needed

Houston, Texas Area

• Conceive and execute marketing efforts for a premier provider of vision correction surgeries, ensuring campaigns adhere to brand, schedule, and budget
• Generate all marketing and educational materials, including copy writing, graphic design, layout, and video post-production
• Provide ongoing reporting to management on effectiveness of print, broadcast, and online marketing efforts, adjusting and managing spend on a monthly, quarterly, or yearly basis

Draper, UT

• Conceived and carried out advertising campaigns across multiple media including print, broadcast, internet and social media, ensuring those campaigns adhered to brand, schedule, and budget
• Generated virtually all written content for the department, including ad copy, press releases, educational books and pamphlets, and copy for content-based internet marketing
• Created visual marketing assets, including print layouts, images for online ads, and video/animated materials for electronic billboards and online advertising
• Performed ongoing deep-dive analysis of marketing data, reporting to the CEO on the effectiveness, ROI, and branding value of all elements of a six-figure monthly marketing spend, reducing spend by 30% while.

Draper, UT

• Managed all patient care departments, including reception, call center, and medical records, fostering a culture of outstanding customer service and supportive sales
• Wrote and refined scripting and other processes for phone and office patient care teams, reducing talk time, improving accuracy, and obtaining more complete marketing data, while maintaining excellent customer service
• Built and maintained tracking and reporting system for surgical volume, sales productivity, and gross revenue, allowing instant in-depth analysis for the CEO

Houston, Texas Area

• Created a new inbound/outbound call center for multi-clinic ophthalmology practice, including hiring and training staff and composing/refining scripting
• Established a team culture of customer service, accuracy, medical knowledge, and focus on effective sales
• Cross-trained and extensively experienced at patient counseling for refractive and cataract surgeries, including patient education and supportive sales

Houston, Texas Area

• Served as quality assurance leader on site for an inbound call center of 400+ representatives, directly supervising a team composed of 10-15 QA analysts and a team lead
• Improved site customer satisfaction ratings while reducing cost per call
• Facilitated monthly calibration meetings between QA teams at two U.S. call centers and one in Canada, ensuring consistent standards and scoring between a trilingual (English, Spanish, French) base of over 1000 agents.

Draper, UT

• Managed a team of 15-25 customer service representatives, driving sales performance, customer service, and schedule adherence, finishing in the Top 3 each month
• Wrote the training manual and test for online customer service certification program
• Helped manage the relationship between 1-800 CONTACTS and an optometric referral network of approximately 1000 offices across the country, the first of its kind on a national scale